Cesar Arbelae

I want to bring to you attention the mistakes and sub par level of service from your service department team. We bought our Kia Telluride a few years ago.  Due to demand, we paid $4K over sticker price.  We level of service from your service department team. We bought our Kia Telluride a few years ago.  Due to demand, we paid $4K over sticker price.  We were disappointed when we picked up our new car 2 days later, you had put 150 miles of other people's test drive on what was now our vehicle.  Due to demand, we were told we couldn't even test drive the Telluride yourself, yet, you used our new car to sell more cars.  Just doesn't seem very ethical from your sales team. My issue is that I brought our vehicle for a 60,000 mile tune up.  The main reason I brought it to Burlignton, due to the fact we live in Gloucester, is that I need the wipers fixed under the warranty.  Not convenient. As it turns out, it was a $3,300 tune up with new tires, brakes, etc...   I was disappointed that you don't offer loaners, like every other dealership we deal with.  I could obviously live with it, but now that my problems keep on going, this is becoming more of an issue. After paying for and picking up the car, here's where your complete lack of professionalism started showing up.  As soon as I left the dealership, I noticed the wipers hadn't been fixed.  The bill has notes from the mechanic that he needed to order a new part, yet you shipped the car to me without doing this. When I got home, and over a period of 2 weeks, I texted back and left messages for Cesar Arbelae.  Never had the decency to text back or return the call.  After being exhausted with the lack of response, I went ahead and booked another appointment online and indicated the issue. When I showed up, the female clerk indicated she couldn't see me for an appointment, which is obviously not the case as you texted me and I had the calendar invite.  Not a biggy, but again shows a lack of professionalism or empathy in the service department. She blamed the computer!!!! You called yesterday to say the car was ready.  I left Gloucester at 7:30AM on a Saturday with my college daughter (who needs a car while she's home and was obviously thrilled to get up early!).  When I showed up, I was serviced by Cesar again.  There was no acknowledgement that he knew who I was.  One would think that with the several messages I left, that he would have said something. As soon as I got in the car, the wipers didn't work, again.  When I went back in, I was handed over to Diego Barreto.  He claims they had the wipers working by fixing a wire yesterday.  I had to leave the car there again, and drive back 1 hour to Gloucester empty handed, yet again. They will now order the part the mechanic mentioned the first time. Mr. Barreto said they would contact us Monday and that they can somehow provide a car if needed, which should have been provided to me today. I understand mistakes happen.  What I don't think is reflective of Herb Chamber, and Kia, is that you completely ignore the customer when your deficiencies are brought up. Here's what your mistakes have caused me:1) Unnecessary frustration, as having to write this letter.2) We've spent 8 hours (and it will be 12 hours by the time we pick it up again) of extra driving to Burlington, post the error you've made.  At $200/hour (which is in line with what you charge for your mechanic's time) you've wasted $2,400 of my time. 3) I've been without a car for at least a week or so, especially when I need it this week4) I've driven 2 weeks without wipers and in rain storms, putting myself at risk while waiting for you to not get back to me. I am sure this is not the Herb Chamber way.  More

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I always receive outstanding service from the people at the location in Burlington MA Very Happy! the location in Burlington MA Very Happy! More

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Excellent service! Cesar provided outstanding customer support, patiently answering all my questions and offering clear, helpful guidance. Cesar provided outstanding customer support, patiently answering all my questions and offering clear, helpful guidance. More

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I dropped my car off at 10:15 I came back at 2:30 and still had to wait another hour and half. I was told one to two hours when I made the appointment. The gentleman at the desk that took care of me was still had to wait another hour and half. I was told one to two hours when I made the appointment. The gentleman at the desk that took care of me was awesome. More

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Really helpful staff. Polite and efficient. Could do with some coffee in the lounge. Happy to use them again Polite and efficient. Could do with some coffee in the lounge. Happy to use them again More

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The service was very fast and efficient. I definitely recommend this Kia dealership in Burlington. I definitely recommend this Kia dealership in Burlington. More

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I just wanna say the outstanding customer service I got From Cesar and Diego Thank you for all your help. You guys are the best. From Cesar and Diego Thank you for all your help. You guys are the best. More

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A courteous and efficient staff who understand their customers needs and have a high work standard. customers needs and have a high work standard. More

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Highly professional. Courteous. Keep you informed about problem, solutions and cost. I would recommend it to anyone. Courteous. Keep you informed about problem, solutions and cost. I would recommend it to anyone. More

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I brought it in to repair the air cons. System. They kept the car for 3 days. Never repaired. Again I left it 2 weeks later for the same problem and still they did not resolve it. I brought System. They kept the car for 3 days. Never repaired. Again I left it 2 weeks later for the same problem and still they did not resolve it. I brought it in for wheel balancing which they did but they kia logo on the wheel was and still missing. More

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